ServiceNow Sessions
Managing your ServiceNow project effectively requires asking the right questions.
This section provides helpful queries and tips to ensure smooth operation, troubleshooting, and optimization of your ServiceNow environment.
Key areas of focus
Below are some example questions to help you monitor and manage your ServiceNow account:
General system management
- What are the most active incidents and requests currently in the system?
- Which ServiceNow workflows are experiencing delays or performance issues?
- Are there any outstanding tasks or approvals pending for critical incidents?
- How can I automate recurring service requests to improve efficiency?
- Which service catalog items are requested most frequently, and can we streamline their fulfillment process?
Incident and problem management
- How many high-priority incidents are open in the last 24 hours?
- Follow-up: “What actions have been taken on these incidents?”
- Are there recurring incidents that could be linked to an unresolved problem?
- Which incidents have been escalated, and what is their current status?
- How is the overall resolution time for incidents in the last 30 days?
- Which incidents are nearing their SLA breach time?
Change and release management
- What changes are scheduled to go live this week?
- Are there any upcoming changes with unresolved conflicts?
- How many emergency changes were made in the last month, and were they successful?
- Can I see the success rate of releases for the last 3 months?
- What changes have had the most impact on service stability?
Service catalog and reequest management
- How many open service requests are currently pending approval?
- Which service requests are taking the longest to fulfill?
- Can I get a list of recently submitted requests by department?
- Are there any service requests that were denied or cancelled?
- How frequently are certain service catalog items being used?
Knowledge management
- What are the most frequently accessed knowledge base articles?
- Which knowledge articles have the lowest ratings or most negative feedback?
- How can I improve the categorization of knowledge articles for easier access?
- Are there any outdated articles that should be archived or updated?
- What are the most common questions raised that should be documented in new knowledge articles?
Reporting and analytics
- Can I get a report of unresolved incidents by department?
- How is our overall incident resolution time compared to last quarter?
- Which service areas are generating the most incidents?
- How is the team performing in terms of meeting SLAs?
- What is the trend of open vs. closed incidents over the past 6 months?